When being slow or too fast can turn off customers
Service delivery is an important aspect in the hospitality industry. The delivery chain consists of two processes; one is the back-end, the other the front. The front-end is only visible to customers and it is usually this activity, which comes read more...
Does your company run like clockwork? Are your accountants pleased with how everything moves smoothly? Is your managers’ content with how customers are managed by your system?
If so, watch out! Your present methods, regulations, policies and procedures may be convenient 
Those of us, who drive a vehicle or ride a bike, have at some time or another, succumbed to road rage in some form or another. This could include expressing anger at a fellow road user by sounding the horn 
“Flying is going to be more expensive,” a top executive said
Another European airline is bracing customers for more expensive flights as the industry faces pressure to reduce its greenhouse gas emissions. Luis Gallego, CEO of the International Airlines Group, told the 
Those of you who have seen the TV series “Bad Dinosaurs” would have followed the hilarious shenanigans of a Tyrannosaurus family, as they deal with the trials of life in the prehistoric wilderness, while surrounded by incompetent dinosaurs.
A series of 
“AR” as we commonly refer to the sub department of the accounting function is a mainstay in any larger group-based hotel. In these juggernauts the importance of efficiently collecting your money is mission critical. Not only do we take the 
The most seductive culinary myths have murky origins, with a revolutionary discovery created by accident, or out of necessity.
For the Caesar salad, these classic ingredients are spiced up with a family food feud and a spontaneous recipe invention on the 
“I’m surprised that everywhere any monument, any temples, any park, anywhere, foreigners are charged heavily....What kind of a policy is this? Just looting foreigners and tourists? Also there is a unbelievable huge difference in charges for entry between Sri Lankans 
Acknowledgements from hotel employees mean much more than technology solutions
As a hotel conference speaker and opinion writer, I always try to stay up on the very latest innovations and tech solutions, and so I start each day by reading at 
In a letter to a leading star-class hotel in Colombo, the Chairman of Sri Lanka’s National Authority on Tobacco and Alcohol (NATA) informed a Colombo 5-star hotel in writing, that NATA had received several complaints regarding hotels with liquor licenses 
Artificial intelligence is the big thing right now, with retail industries from finance to health care scrambling to adopt AI or risk being left behind. But speaking as professors of business, we think some companies might be jumping the gun.
Our recent research suggests that service providers shouldn’t automatically jump on 
Hotels love frequent travelers because as repeat customers they have a significant impact on the success of their business. A repeat guest is someone who makes multiple visits over a certain period of time. The goal is to move people 